Method and system for remote diagnostics

ABSTRACT

Diagnostic apparatus for computers, including a diagnoser that connects to a PC, including an SD connector for connecting the diagnoser to an SD port of a PC, a storage medium for storing diagnostic program code that automatically runs on the PC via the SD connector, in response to connecting the diagnoser to the SD port of the PC, wherein the diagnostic program code performs specific diagnostic tests on the PC in response to input instructions, and generates test results as output, a modem for receiving input instructions from a remote online help-desk facility, specifying which diagnostic tests the diagnostic program code should perform on the PC, and for transmitting the test results to the help-desk facility, and a processor for controlling the storage medium and the modem.

FIELD OF THE INVENTION

The field of the present invention is computer technical support.

BACKGROUND OF THE INVENTION

The advancement of computer technology and the affordability of fastmicroprocessors and large storage disks has led to the proliferation ofpowerful computers among consumers. One of the challenges in keepingpace with the ever expanding market of personal computers, is providingtechnical support for computer-related problems. Conventional technicalsupport is provided via help desk support, via phone calls, viewebsites, via e-mail and, in case of difficult problems, via technicianhouse calls.

A growing service that has emerged in the past years is that of theonline help-desk. Online help-desks originally used voice conversationor chat messaging for technical support. Currently, some online helpdesks use remote control applications, which enable a technician toremotely interact with an afflicted computer over the Internet, or overa company LAN. Such remote control applications may provide thetechnician with the same level of control as if he were sitting in frontof the afflicted computer itself. Examples of such remote controlapplications include (i) PCAnywhere® developed and marketed by SymantecCorporation of Cupertino, Calif., (ii) Bomgar™ PC remote controlsoftware developed and marketed by Bomgar Corporation of Ridgeland,Miss., (iii) UltraVNC PC remote control software developed and marketedby Ultr@VNC, and (iv) NetSupport 24-7 developed and marketed byNetSupport, Inc. of Alpharetta, Ga. Some remote control applicationsintegrate voice conversation and text chat with customer support, duringa support session, such as (v) Linktivity®, marketed and developed byInter-Tel, Inc. of Tucson, Ariz.

Reference is now made to FIG. 1, which is a prior art illustration of anonline help-desk system. Shown in FIG. 1 is an afflicted personalcomputer (PC) 100, which connects to a remote help-desk 110 via anInternet gateway 120. Computer 100 runs remote control software thatenables a technician using help-desk 110 to take control of computer100, including keyboard and mouse input control, with output displayedto the technician. In particular, the technician is able to rundiagnostic testing tools such as anti-virus software and registry scansoftware, and see the results of the tests.

A drawback with current help-desk technology is that it requires anoperational Internet connection. As such, in cases where there is noavailable Internet connection or if the problem itself is lack ofInternet connectivity, online help-desk support is useless.

It would thus be of advantage to have a help-desk technology thatprovides remote technical support without requiring that the afflictedcomputer be able to connect to the Internet.

SUMMARY OF THE DESCRIPTION

Aspects of the present invention concern methods and systems forproviding remote online help-desk technical support to a personalcomputer (PC) that is not fully operational, including circumstanceswhere the PC is unable to connect to the Internet. The present inventionincludes a diagnostic device, referred to herein as a “diagnoser”, whichconnects to the PC and remotely communicates with a remote onlinehelp-desk facility.

The diagnoser is generally used in combination with voice communicationbetween a user of the PC and a help-desk support person. The help-desksupport person guides the user in performing several actions, until thehelp-desk support person is able to take control of the PC. Such actionsinclude inter alia connecting the diagnoser to the PC, turning the PCoff and on, and selecting an option from a menu displayed on the screen.For user's that are not skilled with technical support operations, voicecommunication enables the help-desk person to explain each action to theuser.

The diagnoser includes boot instructions in its disk drive and, as such,can be used to boot the PC when it is connected to the PC. The diagnoseralso includes diagnostic testing program code, which the PC runs fromthe diagnoser's disk, that scans and tests the PC. The diagnoser furtherincludes a modem that provides a wireless communication socket with theremote online help-desk facility.

Thus, by using the diagnoser of the present invention, together with PCremote control software, a technical support person at a remote onlinehelp-desk facility, is able to run diagnostic scans tests on theafflicted PC and view the scan and test results, in order to resolve theproblem with the PC, without requiring that the PC have Internetconnectivity. It will thus be appreciated by those skilled in the artthat although the afflicted PC is unable to make an Internet connection,the online help-desk facility is nevertheless able to remotely controlthe PC via use of the diagnoser of the present invention, to rundiagnostic scans and tests, and to provide the necessary technicalsupport.

There is thus provided in accordance with an embodiment of the presentinvention a diagnostic system for computers, including a connectorinterface for connecting the diagnostic system to a PC, a storage mediumfor storing executable instructions that boot the PC when the diagnosticsystem is connected to the connector interface, for storing diagnostictesting program code that scans and tests the PC, and for storing aphone number for a remote online help-desk facility, a modem forcommunicating wirelessly with the online help-desk facility when the PCis not fully operational, and for enabling the remote online help-deskfacility to remotely run the diagnostic testing program code on the PCand view the results, an audio system for enabling voice communicationbetween a user and a representative at the remote online help-deskfacility, and a processor for controlling the storage medium, the modemand the audio system.

There is moreover provided in accordance with an embodiment of thepresent invention a method for diagnosing a computer that is not fullyoperational, including enabling voice communication between a user and arepresentative at a remote on-line help-desk facility, communicativelyconnecting a diagnostic system (i) to a PC that is not fullyoperational, and (ii) to the online help-desk facility, booting the PCfrom a disk drive on the diagnostic system, remotely running diagnostictesting program code stored in the diagnostic system on the PC, from theonline help-desk facility, and remotely viewing the results of thediagnostic testing program code, from the online help-desk facility.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention will be more fully understood and appreciated fromthe following detailed description, taken in conjunction with thedrawings in which:

FIG. 1 is a prior art illustration of an online help-desk system; and

FIG. 2 is an illustration of a system for online technical support usinga diagnoser device, in accordance with an embodiment of the presentinvention;

FIG. 3 is a simplified block diagram of a diagnoser device, inaccordance with an embodiment of the present invention;

FIG. 4 is a picture of a physical diagnoser, in accordance with anembodiment of the present invention; and

FIG. 5 is a simplified flowchart for operation of a diagnoser device, inaccordance with an embodiment of the present invention.

DETAILED DESCRIPTION

Aspects of the present invention relate to providing remote technicalsupport for a PC that is unable to connect to the Internet. The presentinvention includes a diagnostic device, referred to as a “diagnoser”,the enables a remote online help-desk facility to run diagnostic scansand tests on the PC, where the diagnostic program code resides on thediagnoser's disk. The diagnoser is also able to boot the PC, in case thePC's operating system is not functional. The diagnoser also provides avoice channel for audio guidance.

Reference is now made to FIG. 2, which Is an illustration of a systemfor online technical support using a diagnoser, in accordance with anembodiment of the present invention. Shown in FIG. 2 is an afflicted PC100 that requires technical support from a remote help-desk 110.Help-desk 110 is accessible over the Internet via a gateway 120.However, computer 100 may not be able to connect to the Internet.

Also shown in FIG. 2 is a diagnoser 130 that is able to communicate withhelp-desk 110 even when computer 100 is unable to do so by itself.Diagnoser 130 includes a cellular modem, and connects to the Internetvia a cellular base station 140. Diagnoser 130 provides a cellular linkto computer 100, and also provides diagnostics software to computer 100.Diagnoser 130 functions as a mediator for storing appropriate diagnosticsoftware, or downloading such software from server computers, andrunning the software on computer 100.

In accordance with an embodiment of the present invention, diagnoser 130is connected to computer 100 via a USB or an SD connection. Diagnoser130's storage is thus exposed to computer 100, and computer 100 is ableto run the diagnostics software remotely from diagnose 130′s memory.

Depending on the criticality of computer 100's state, there are twomodes of diagnostics. If computer 100 is in a critical state and is notgenerally operable, then diagnoser 130 serves as a rescue boot device.When diagnoser 130 is connected to computer 100, computer 100 recognizesdiagnoser 130 as a boot device, and is able to boot start itself fromdiagnoser 130. In this regard, it is noted that most BIOS's enable USBboot-ability. After computer 100 is booted, the diagnostics softwareresiding in diagnoser 130 is executed.

The diagnostics software runs system utilities on computer 100 withoutstarting computer 100's operating system, or alternatively with aminimal operating system. The diagnostic software analyzes the state ofcomputer 100's operating system (OS). The diagnostic software searchesfor damaged OS files, based on a priori knowledge about the files. Ifdamaged OS files are discovered, then good files are fetched locally ordownloaded, and copied to the proper location in computer 100. Controlis then returned to computer 100.

If computer 100 is not in a critical state and is generally operable,then when diagnoser 130 is connected to computer 100, computer 100recognizes that a new device is connected, and begins auto-playing theremote diagnostics software residing in diagnoser 130.

In either of the above modes of diagnostics, when computer 100 runs thediagnostics software, a connection is established between diagnoser 130and help-desk 110. If computer 100 is able to establish an Internetconnection, then such connection is preferred. However, if computer isunable to make an Internet connection, the wireless cellular modemwithin diagnoser 130 is used instead. In accordance with an embodimentof the present invention, the connection between diagnoser 130 andhelp-desk 110 is a dual transfer mode (DTM) connection, which enablesboth a circuit switched (CS) connection and a packet switched (PS)session.

In turn, this enables a conversation with a help-desk representativewhile he diagnoses and fixes computer 100's problem. The help-deskrepresentative instructs a user regarding operations to perform withdiagnoser 130; e.g., “Connect the diagnoser to the USB port”, “turn thecomputer off and then on again”, “what do you see on the screen”. Suchconversation often relies on the on-board voice communication indiagnoser 130, in cases where a telephone line is not near computer 100.

The help-desk representative is afforded remote control of computer 100.If computer 100 was booted from diagnoser 130, then the remote controlof computer 100 may be limited to running applications that reside ondiagnoser 130. If computer was able to start its own operating system,then the remote control of computer 100 will include runningapplications that reside on computer 100 as well as applications thatreside on diagnoser 130. Such diagnostic applications include inter aliaanti-virus software and registry scan software.

Reference is now made to FIG. 3, which is a simplified block diagram ofdiagnoser 130, in accordance with an embodiment of the presentinvention. Reference is also made to FIG. 4, which is a picture of aphysical diagnoser 130, in accordance with an embodiment of the presentinvention. As shown in FIG. 3, principal components of diagnoser 130include a processor 310, a memory 320 storing diagnostic program code325 and a prescribed help-desk phone number, a communication modem 330,an internal power source 340, a PC interface 350 and, optionally, a userinterface including an input device 360 and an output display 365. Inputdevice 360 and output display 365 may be used to operate computer inconjunction with a remote help-desk representative.

Diagnoser 130 also includes an audio subsystem 370, used forconversation with the help-desk, which is generally contemporaneous withdiagnostic testing and remote control of computer 100.

Modem 330 sends and receives audio signals via a GSM antenna 380 that isconnected to a power amplifier 381. Modem 330 sends and receives digitalsignals via a wireless LAN 385. Wireless LAN 385 enables diagnoser 130to use a Wi-Fi connection as an alternative to a cellular modemconnection. Diagnoser 130 also includes a SIM card 390 for GSMconnection.

Reference is now made to FIG. 5, which is a simplified flowchart foroperation of diagnoser 130, in accordance with an embodiment of thepresent invention. At step 505 a user experiences a problem with his PC,which has become afflicted. At step 510 a diagnoser initiates a phonecall to a help-desk, using a prescribed phone number stored in memory ofthe diagnoser.

At step 515 the diagnoser is connected to the USB or SD port of the PC.At step 520 a determination is made as to whether or not the PC'soperating system is operational. If so, then at step 525 the PCrecognizes the diagnoser as a connected device, and begins auto-playingdiagnostics software that is stored in the diagnoser's memory.

At step 530 an online help-desk representative opens a data connectionwith the PC and makes a voice connection with the user. At step 535 thehelp-desk representative remotely controls the PC. At step 540 thehelp-desk representative runs diagnostics testing tools andconfiguration tools that reside on the PC or on the diagnoser, or both.The method then proceeds to step 570.

Referring back to step 520, if the PC's operating system is notoperational, then at step 545 the user reboots the PC from thediagnoser, which serves as a boot device. At step 550 the PC recognizesthe diagnoser. At step 555 the help-desk representative opens a dataconnection with the PC, and makes a voice connection with the user. Atstep 560 the help-desk representative takes limited remote control ofthe PC. At step 565 the help-desk representative runs diagnostic testingsoftware on the PC, using software residing on the diagnoser. Finally,at step 570 the help-desk representative is able to resolve theafflicted PC problem.

In the foregoing specification, the invention has been described withreference to specific exemplary embodiments thereof. It will, however,be evident that various modifications and changes may be made to thespecific exemplary embodiments without departing from the broader spiritand scope of the invention as set forth in the appended claims.Accordingly, the specification and drawings are to be regarded in anillustrative rather than a restrictive sense.

1.-7. (canceled)
 8. A diagnostic apparatus for computers, comprising adiagnoser that connects to a PC, comprising: an SD connector forconnecting the diagnoser to an SD port of a PC; a storage medium forstoring diagnostic program code that automatically runs on the PC viasaid SD connector, in response to connecting the diagnoser to the SDport of the PC, wherein the diagnostic program code performs specificdiagnostic tests on the PC in response to input instructions, andgenerates test results as output; a modem for receiving inputinstructions from a remote online help-desk facility, specifying whichdiagnostic tests the diagnostic program code should perform on the PC,and for transmitting the test results to the help-desk facility; and aprocessor for controlling said storage medium and said modem.
 9. Thediagnostic apparatus of claim 8 wherein the diagnostic program codeapplies specific remedies to the PC.
 10. The diagnostic apparatus ofclaim 9 wherein the remedies applied by the diagnostic program codecomprise booting the PC.
 11. The diagnostic apparatus of claim 9 whereinthe remedies applied by the diagnostic program code comprise copyingreplacement operating system files to the PC, via said SD connector. 12.The diagnostic apparatus of claim 11 wherein the replacement operatingsystem files are resident on said storage medium.
 13. The diagnosticapparatus of claim 11 wherein said processor is further operable todownload the replacement operating system files via said modem.
 14. Amethod for diagnosing a computer that is not fully operational,comprising: recognizing connection of a diagnostic device to an SD portof a PC via an SD connector; automatically running diagnostic programcode stored in the diagnostic device on the PC via the SD connector, inresponse to said recognizing connection, wherein the diagnostic programcode performs specific diagnostic tests on the PC in response to inputinstructions, and generates test results as output; receiving inputinstructions from a remote online help-desk facility, specifying whichdiagnostic tests the diagnostic program code should perform on the PCperforming the specific diagnostic tests on the PC, via the diagnosticprogram code, in response to said receiving; and transmitting the testresults to the remote online help-desk facility.
 15. The method of claim14 further comprising applying specific remedies to the PC, via thediagnostic program code.
 16. The method of claim 15 wherein the remediesapplied by the diagnostic program code comprise booting the PC.
 17. Themethod of claim 15 wherein the remedies applied by the diagnosticprogram code comprise copying replacement operating system files to thePC, via said SD connector.
 18. The method of claim 17 wherein thereplacement operating system files are resident on said storage medium.19. The method of claim 17 wherein said processor is further operable todownload the replacement operating system files via said modem.